Ombudsman Jobs

As an AFC Investigator, you will undertake investigations related to Service Complaints submitted by members of the Armed Forces, or General Service Welfare Matters submitted by members of the Armed Forces and their families, in accordance with legislation. You will be responsible for managing investigations and casework, assessing risk, and looking at allegations and making recommendations on appropriate remedies.  

Service Complaint Investigations  

AFC Investigators are responsible for managing individual casework, assessing risk, investigating allegations of undue delay in the handling of Service Complaints or reviewing admissibility decisions. You will liaise with complainants, providing excellent customer service and produce Investigation reports setting out the Commissioners decision which are clear and easy to understand.  

General Service Welfare Investigations  

Investigators are responsible for managing individual casework relating to General Service Welfare Matters submitted by members of the Armed Forces and their families. You will be responsible for conducting individual investigations, looking at allegations, gathering evidence and making recommendations on appropriate remedies. You may also support larger thematic investigations. 

This position is advertised at 37 hours per week.

Salary £37,720, 

For further information and how to apply, please visit: Investigator - Civil Service Jobs - GOV.UK

As an AFC Senior Investigator, you will undertake investigations related to Service Complaints submitted by members of the Armed Forces, or General Service Welfare Matters submitted by members of the Armed Forces and their families, in accordance with legislation. You will be responsible for managing complex, sensitive, investigations and casework, assessing risk, and looking at allegations and making recommendations on appropriate remedies. You may also be required to line manage HEO Investigators, acting as a point of escalation, providing advice on their investigations, quality assuring work to ensure standards are achieved, and supporting their development.  

Service Complaint Investigations:

Senior Investigators are responsible for managing complex, sensitive individual casework, assessing risk, looking at allegations of maladministration and potential injustice, the substance of an investigation, and making recommendations on appropriate remedies. Senior Investigators also investigate allegations of undue delay in the handling of Service Complaints, and review admissibility decisions. You will liaise with complainants, providing excellent customer service and produce investigation reports setting out the Commissioners decision which are clear and easy to understand. 

Salary £46,040

For further information and how to apply, please visit: Senior Investigator - Civil Service Jobs - GOV.UK

The Pensions Ombudsman has an exciting opportunity for Caseworkers and Senior Caseworkers to join our team based in Canary Wharf, where we currently operate an agile working policy.  You will be working full or part-time on a permanent contract and will receive a competitive salary of £37,500 – £46,194. We offer several pension options as part of the Civil Service Pension Scheme which has defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups. 

For further information, please visit the Pensions Ombudsman website for more information. 

The Legal Ombudsman have a Business Intelligence (BI) service for the organisation to help us make better use of new case management tools, support data analysis, and transition remaining legacy systems.

A flexible role offering hybrid working, the BI developer plays a key role in producing management information, collating data from a variety of sources to help the Legal Ombudsman make data driven decisions.

You will build and test end to end reporting solutions for analysis by both internal and external stakeholders. 

Primarily a technical role working with the BI team, the BI developer will also collaborate with stakeholders, data and technology specialists and management, good communication skills are as essential.

As a BI Developer, you will play a crucial role in maintaining and enhancing our BI solutions and automated tools. You will work with telephony, finance, HR, and other systems to generate valuable management information. Collaborating with a diverse team of technical and data specialists, you will improve reporting capabilities and ensure thorough documentation of any changes to reporting solutions. Your role will be vital in developing and delivering accurate, reliable, and effective management information to support the organisation’s needs.

Do you have experience with SSIS and SQL? 

Are you familiar with data warehousing using the Kimball methodology? 

Can you ensure that best practices are followed to maintain the highest standards in developing our BI solutions?

If you have experience identifying opportunities for improving data storage and sourcing within a data warehouse, and hands-on experience designing ETL solutions using SSIS and Azure Data Factory, we want to hear from you. You will also have the opportunity to shape the future of reporting capabilities within the organisation, empowering business users with enhanced query and reporting tools while ensuring data quality standards are met.

For further information and how to apply, please visit: Legal Ombudsman website

The New Homes Ombudsman Service (NHOS) is recruiting for an Investigations Manager

The role can be based at our Hemel Hempstead or Glasgow office. The New Homes Ombudsman Service (NHOS) has been established to provide free independent redress to consumers who purchase a new home for their own occupation from a housebuilder or developer registered with the New Homes Quality Board (NHQB). The NHQB has established the New Homes Quality Code to which registered housebuilders and developers are required to adhere. Complaints brought to NHOS are reviewed against the requirements of this Code. NHOS is a consumer facing service.

Salary - £43,260

For further information and how to apply, please visit: TDS Group website 

As an Assessment Team Investigator, you will work within the Assessment Team responsible for processing all enquiries and applications made to the AFC. You will act as the team’s initial escalation point for issues and queries within the assessment process. You will be responsible for reviewing matters referred by an Assessment Team Officer and deciding how they should be dealt with by applying the appropriate policy and process, ensuring decisions are accurately recorded and stand up to scrutiny.

Job description

• Act as the Assessment Team’s initial escalation point for issues and queries within the assessment process.
• Conduct the initial eligibility and assessment function for the AFC, by reviewing applications, identifying the appropriate route for resolution and progressing the case accordingly.
• Conduct intelligence/database checks to establish the appropriate handling of eligible applications.
• Conduct risk assessments against eligible applications to support case allocation to the appropriate investigative body.
• Support Investigators/Senior Investigators through the initial preparation of case files and generation of Terms of Reference for review by the relevant investigative body.
• Work with the Policy & Improvement Manager identifying trends and issues.
• Provide regular updates on the work of the Assessment Team Investigators to senior managers as required.
• Line management responsibilities may be required, including ensuring the team are appropriately trained and developed to enable them to fulfil their roles and objectives.
• Support the SEO Assessment Team Manager as required in achieving the goals of the team

Salary £37,720

For further information and how to apply, please visit: Assessment Team Investigator - Civil Service Jobs - GOV.UK

As an Assessment Team Officer, you will work within the Assessment Team, responsible for processing all enquiries and applications made to the AFC. You will act as the first point of contact for the AFC, providing advice and guidance about the AFC's role including powers to investigate Service Complaints and General Service Welfare matters. You will also be responsible for making referrals to the single Service Secretariat Teams, informing them of a Service person’s intent to make a Service Complaint.

This position is advertised at 37 hours per week.

Job description

• Act as a first point of contact for the AFC, providing appropriate and timely responses to contacts.
• Provide advice and guidance on the AFC’s role, including the referral process and powers to investigate Service Complaints and General Service Welfare matters.
• Manage contacts made via different routes, including telephone, email, and the AFC website, providing a high-quality customer service, and ensuring all information is accurate, clear, and easy to understand.
• Ensure all enquiries are acknowledged and accurately logged onto the CMS. Recommend updates to the CMS where necessary.
• Review all contacts to establish whether they fall within the AFC’s remit. For those that do, check that we have all the required information and pass the case to the appropriate AFC team. For those that do not, signpost the contact to the appropriate route for their concern.
• Ensure Service Complaint referrals are made appropriately to the Services within the determined timescales, as set out in the Process Manual.
• Identify risks and highlight those, as appropriate, to line management.
• Obtain information to ensure completed Service Complaint applications are ‘investigation ready’ and can be passed through for investigation.
• Where issues relating to the role arise, such as incorrect information on the website, problems with factsheets or application forms, and contacts of potential media interest, work with the Business Team to address them.
• Work with the Policy & Improvement Manager to help identify trends and issues.
• Provide regular updates on the work of the Assessment Team Officers to senior managers as required.
• Additional tasks, as appropriate, in support of the Assessment Team Investigators and Assessment Team Manager.

Salary £30,740

For further information and how to apply, please visit: Assessment Team Officer - Civil Service Jobs - GOV.UK

As the Statistics and Business Intelligence Manager, you will provide robust statistical evidence to support the AFC. You will be responsible for the delivery and development of professional statistical analysis and advice to the Commissioner. You will oversee the continuous improvement of administrative data to better monitor the performance of the AFC, and you will oversee the process of collecting, analysing, and transforming data into actionable insights to better support decision making.

• Develop and deliver professional statistical support and business intelligence to the Commissioner and wider AFC office.
• Develop systems and procedures to support effective and objective statistical analysis.
• Lead on production of statistics for the AFC’s Annual and Thematic Reports to the Secretary of State for Defence and Parliament.
• Maintain quantitative and qualitative performance metrics to underpin the Commissioner’s monitoring of the Service complaints system.
• Work closely with the Armed Forces and other stakeholders (e.g. Defence Statistics) to improve the quality and reliability of Service complaint data.
• Work with other stakeholders to produce statistics as required to support the work of the AFC as it related to General Service Welfare Matters.
• Lead on the process for collecting, analysing, and transforming data into actionable insights to better support AFC decision making.
• Professional responsibilities to Defence Statistics and UK Statistics authority.
• Line management responsibilities may be required, including ensuring the team are appropriately trained and developed to enable them to fulfil their roles and objectives.

Salary £46,040

For further information and how to apply, please visit: Statistics and Business Intelligence Manager - Civil Service Jobs - GOV.UK

As the Statistics and Business Intelligence Officer you will support the Statistics and Business Intelligence Manager in providing robust statistical evidence and business intelligence to support the AFC. You will support the delivery and development of professional statistical analysis and advice to the Commissioner. You will support the continuous improvement of administrative data to better monitor the performance of the AFC, and you will also support the process of collecting, analysing and transforming data into actionable insights to better support decision making.  

• Support the development and delivery of professional statistical support and business intelligence to the Commissioner and wider AFC office.
• Support development of systems and procedures to support effective and objective statistical analysis
• Support the production of statistics for the AFC’s Annual and Thematic Reports.
• Support in maintain quantitative and qualitative performance metrics to underpin the AFC’s monitoring of the Service complaints system;
• Professional responsibilities to Defence Statistics and UK Statistics authority
• Work closely with the Armed Forces and other stakeholders to improve the quality and reliability of Service complaint data
• Work with other stakeholders on to produce statistics as required to support the work of the AFC as it related to General Service Welfare investigations
• Support the process for collecting, analysing and transforming data into actionable insights to better support AFC decision making.
• Line management responsibilities may be required, including ensuring the team are appropriately trained and developed to enable them to fulfil their roles and objectives.

Salary £37,720

For further information and how to apply, please visit: Statistics and Business Intelligence Officer - Civil Service Jobs - GOV.UK

We have grown significantly as an organisation last year and are continuing to grow. As our team grows, we're looking for multiple caseworkers to help make sure every complaint makes a difference. 

You will analyse evidence, speak to complainants and NHS or other government departments and liaise with our own Clinical Advisers to reach decisions on whether to uphold complaints. 

Our Caseworkers bring experience from all walks of life. Some have been solicitors; others are nurses or complaints investigators in local government. Others are recent graduates who combine great customer service experience with writing and analysis skills. 

For further information and how to apply, please visit the PHSO website

The Pensions Ombudsman is growing fast and is a great place to work. We have an exciting opportunity for a number of Contact and Support Specialists to join our team based in Canary Wharf, where we currently operate an agile working policy of 20% office attendance and a flexible working culture.  You will be working full or part-time on a permanent contract and will receive a competitive salary of £37,500 per annum pro rata. We offer several pension options as part of the Civil Service Pension Scheme, including defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups.

Further details of the role and how to apply can be found here - Contact and Support Specialists

Are you passionate about public services in Wales and ensuring that public services handle complaints effectively? 

The Public Services Ombudsman for Wales is looking to recruit a Complaints Standards Authority Engagement and Support Officer.  Working within the Wales Complaints Standards Authority (CSA), this post is key to engaging with and supporting public bodies with effective complaints handling through supporting training and advice.  This role also supports the Complaints Standards and Improvement Manager in promoting the role of the CSA to public bodies, in the management of relationships with and in the processing of information from those public bodies subject to the standards currently and in the future. 

In the role you will:

• Engage with public bodies to support them in gaining compliance with the CSA model procedure and operating effectively under the standards and principles.
• Facilitate and deliver training, designing, creating, reviewing and adapting material/content as necessary, based on the CSA’s Guidance on Complaint Handling, using appropriate formats to varied audiences.
• Administer the collection of complaints data from public bodies and review the returns submitted.  Examine the data collected and engage as appropriate, where queries arise, assist with and/or deliver updates to bodies of their performance including recommending improvements and assessing any training needs identified.
• Prepare and maintain CSA information resources to support public bodies.
• Assist with the creation and development of complaint handling networks.
• Engage with public bodies to explore any concerns about complaint handling which may be remedied by training or support.

Please visit our website (www.ombudsman.wales) to access the recruitment pack.

Please submit your Application Form and Equal Opportunities Monitoring Form by email to: recruitment@ombudsman.wales The deadline for applications is: 5 pm Thursday 5 February 2026.  We reserve the right to close this vacancy early should sufficient applications be received.  The responses you provide in the application form will be used to shortlist your application. 

The Pensions Ombudsman has an exciting opportunity for a number of Lawyers (Flexi, Hybrid, Benefits) to join our team based in Canary Wharf, where we currently operate an agile working policy.  

You will be working full or part-time on a permanent contract and will receive a competitive salary of £69,398 - £74,861. We offer several pension options as part of the Civil Service Pension Scheme which has defined benefits. In addition, we are an accredited Disability Confident Employer, and we welcome applicants from under-represented groups. 

Please visit our website for more information.

The Housing Ombudsman Service performs a critical role in supporting the Government’s housing agenda and is at the forefront of providing swift and effective redress for the c.4m social tenants who can access its service.

This appointment is an exciting and unique opportunity to make a pivotal impact on the social housing landscape and play an important and visible role in advocating for tenants and improving standards in the social rented sector. As a senior, strategic leader, the Housing Ombudsman will guide the organisation through a significant period of organisational transformation and scale up whilst delivering a trusted and impartial service and achieving continuous improvement in customer experience and case output. The Housing Ombudsman will be a resilient and visible leader with experience in consumer rights or consumer protection, who can inspire public confidence whilst acting as a skilled arbitrator, balancing the needs of tenants, leaseholders and landlords. The successful incumbent will work collaboratively with other stakeholders in the sector, including the Regulator of Social Housing and other redress providers, whilst delivering a trusted and impartial service.

We welcome interest from candidates with senior leadership experience and expertise in one or more of the following areas: maintaining and improving an organisation’s output and performance; leading transformation and organisational change; promoting digital innovation; consumer rights/consumer protection, preferably gained in a housing context; complex casework and/or complaint handling; an understanding of the role of the Ombudsman and of the working of Parliament and the Government; and effective working with partners in government to deliver strategic objectives.

The Housing Ombudsman Service allows colleagues to choose if they wish to work in the London office, from home or a hybrid of the two. Attendance is expected in London for key meetings: as a senior role the Housing Ombudsman will be expected to be visible to residents and the housing sector.

For further information about this appointment with details on how to apply, please click visit: Job - GatenbySanderson for a confidential conversation about this appointment, please contact: hoj@gatenbysanderson.com

Closing date for applications: Friday 13 February 2026 – 9.00am

As the Policy and Improvement Manager you will have responsibility for project managing the delivery of the Commissioner’s Annual Report. You will work collaboratively with the Services to identify and monitor trends and themes through the delivery of recommendations and wider learning points.

• Manage the end-to-end production of the Commissioner’s statutory Annual Report to Parliament and ensure successful delivery. This will involve working with the Commissioner to draft the report, with support from the Reports and Recommendations Officer and the Statistics and Business Intelligence team.
• Identify and monitor trends and themes in complaints and handling, and contribute to the annual assessment of the effectiveness of the system to help drive change across the complaints process.
• Work with the MOD and other stakeholders on policy issues relating to complaints handling and develop and manage lessons learned engagement with the Services.
• Monitor the implementation and impact of responses to recommendations made by the Commissioner in their decisions on individual cases and in Annual and Thematic Reports.
• Develop and maintain delivery of AFC policies,   Standard Operating Procedures (SOPs), and Quick Reference Guides.
• Support the Commissioner in their accountability to Parliament, for example providing evidence to the HCDC when required.
• Provide support to the wider Corporate Operations team as required to ensure operational effectiveness.
• Provide input to presentations and briefings as required.
• Line management responsibilities may be required, including ensuring the team are appropriately trained and developed to enable them to fulfil their roles and objectives.

Salary £46,040

For further information and how to apply, please visit: Policy and Improvement Manager - Civil Service Jobs - GOV.UK

As the Reports and Recommendations Officer, you will play a key role in ensuring the organisation’s reporting obligations are met and that recommendations made by the AFC are effectively tracked, implemented, and monitored. You will be responsible for organising, preparing, and distributing the AFC’s Annual and Thematic Reports to Parliament and for wider publication. This includes working with multiple stakeholders, handling sensitive data, and ensuring all outputs meet legal, policy, and quality standards within strict timelines. You will be responsible for the management of recommendations made by the AFC through individual casework, thematic reviews, and annual reports. You will engage with relevant stakeholders to track implementation progress, assess outcomes, and ensure consistency in how recommendations are made and followed up. 

• Prepare, collate and coordinate input into the AFC’s Annual and Thematic Reports ensuring content is clear, well-structured and presented in line with organisational standards and procedures.
• Work with the Statistics and Business Intelligence team to analyse and contextualise data for reports.
• Lead on the distribution of reports, including liaison with Private Offices for Parliamentary engagement and publication on the AFC website within appropriate timelines.
• Collate, track and review recommendations made by the AFC through investigatory, thematic and annual reports liaising with relevant stakeholders to monitor progress and outcomes and highlighting any risks or mitigations where recommendations are not implemented.
• Conduct dip sampling and compliance with agreed and implemented recommendations to assess for changes or developments.
• Support the AFC at the bi-annual review of the Service Complaints Measurement Tool and raise and highlight issues as appropriate with the AFC.
• Share feedback, learning and areas for continuous improvement with the wider AFC office to improve consistency on recommendations and outcomes.
• Provide input to presentations and briefings as required.

Salary £37,720

For further information and how to apply, please visit: Reports and Recommendations Officer - Civil Service Jobs - GOV.UK